Senior Associate, Driver Service Management (Market & Operations)

Lalamove; Brussel Hoofdstad; On-site; EUR 60,000 - 84,000; Full time

Job summary

Lalamove Belgium is seeking a Senior Associate, Driver Service Management (Market & Operations) to elevate driver service quality and optimize local operations. You will partner with local market teams to align standards with global initiatives and drive frontline improvements.

The role emphasizes analytic tracking, cross-functional collaboration, and hands-on execution across regions, with a focus on supporting driver partners and ensuring seamless service in a fast-growing marketplace.

Qualifications

• 3+ years of experience in Operations, Market Operations, or Platform Governance within a high-growth marketplace.

Responsibilities

• Track and analyze market performance by monitoring driver management metrics.
• Enable local execution and compliance with standardized playbooks and governance.
• Support cross-functional synergy with local Driver Operations and Platform Growth teams.
• Gather frontline insights to refine driver service policies and quality frameworks.
• Drive operational projects from planning to execution with clear documentation.

Skills

Analytical mindset

Data-driven decisions

Cross-functional collaboration

Communication in English

Problem-solving

Job description

Lalamove is disrupting the logistics industry by connecting customers and drivers directly through our technology. We offer a lightning-fast, seamless way to book delivery and moving services—anytime, anywhere. As a leading global on-demand delivery platform, we facilitate millions of orders daily by empowering a vast network of delivery partners. With a global workforce of 1,500+ and scaling at an extraordinary pace, we are seeking a Senior Associate, Driver Service Management (Market & Operations) to elevate driver service quality, optimize operational workflows, and champion our driver partner community across the globe.

The Role

Reporting directly to the Manager, Driver Service Management , you will be responsible for driving market success and operational excellence across local driver partner communities. You will serve as the hands‑on liaison between global driver service initiatives and local market teams, ensuring that driver service quality, support workflows, and engagement strategies are executed seamlessly on the ground. This role requires a balance of operational grit, cross‑border coordination, and a champion mindset to resolve frontline friction and continuously elevate the driver experience.

• Core Focus: Local Market Success

What You’ll Do:

Track & Analyze Market Performance: Monitor day‑to‑day driver management metrics across assigned markets, identifying operational bottlenecks, service gaps, and opportunities for driver experience enhancement.

Enable Local Execution & Compliance: Assist in deploying standardized compliance playbooks, infraction governance frameworks, and service quality protocols to local teams, ensuring consistent regional standards while respecting local market dynamics.

Support Cross‑Functional Synergy: Collaborate closely with local Driver Operations and Platform Growth teams to help align supply quality and driver retention efforts with regional growth targets.

Gather Frontline Insights: Act as a feedback channel between on‑the‑ground market operations and the central Strategy team, delivering local insights to refine broader driver service policies and quality frameworks.

Drive Operational Projects: Help manage cross‑functional projects from planning to execution, ensuring clear documentation, timely deliverables, and smooth process rollouts across regions.

What you’ll need:

3+ years of experience in Operations, Market Operations, or Platform Governance within a high‑growth marketplace (e.g., Logistics, On‑Demand Delivery, or Ride‑hailing).

Strong analytical mindset with proficiency in using operational data to diagnose root causes and track key performance indicators.

Solid project management and organizational skills, with a track record of driving cross‑functional initiatives to completion.

Excellent communication and interpersonal skills in English to effectively coordinate with diverse, cross‑border teams.

Hands‑on attitude with a proactive, detail‑oriented approach to problem‑solving.

High empathy for delivery partners and local market nuances.

Immediate availability is highly preferred.